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Frequently asked questions

We know that before, during and after your trip there could be a lot of doubts and questions, ¡Don't worry! here you have the answer to the most commons.

Frequently asked questions

When I buy

How do I request a quote and make my reservation?
If you want to reserve or quote any of our flights, you can do so online. The how to purchase option will show you step-by-step instructions to purchase your tickets from your mobile device or computer.

I made a purchase th​rough Avianca.com but now I’m unable to travel. Do I need to cancel the purchase? Can I request a ticket refund?
You can request to cancel your reservation by calling our call center, before your trip, and depending on the Fare Option you have purchased, you can request a change and/or refund. Bear in mind that cancellations are subject to the conditions and restrictions of the fare selected when you make your purchase.

Can I change the name​ on my ticket?
You can make the transfer, taken into consideration that it only applies for tickets issued in Colombia, Peru, Chile, Venezuela and Ecuador, subject to each country’s regulations and in compliance with the fare conditions and restrictions.

I made a mistake when typing the first and last name(s) on my ticket, what can I do​?
Call our call center to verify your case; you must know that the request must be made at least 3 hours prior to domestic flights in Colombia and 4 hours before international flights.

How can I make sure my purchase was successful?
Check you received an email from us, where you’ll find the ticket number. You can also confirm you ticket number in the Ticket Status option (located on the home page).

If I pay with a company credit card what name app​ears on the receipt?
The purchase receipt is issued in the name of the registered passenger. It is not possible to issue the receipt in the company name or the cardholder’s name as this document is generated by the system in the name of the passenger.

How can I check th​e details of a purchase made by credit card via Avianca payment methods?
To validate the credit card information, the cardholder must contact our call center. For security reasons surrounding the personal data of our Users, we can’t perform validations through our “Online support” service.

Can I make a booking and bu​y my ticket later?
For the time being, the reservation service on our website is available in two countries.

Peru
Make an in-person payment at the Banco de Crédito del Peru, SafetyPay and Interbank. You can pay until 23:59 of the day on which you made your reservation. Remember to verify service hours and the conditions of each bank.

ColombiaYou must make an in-person payment at the Banco de Bogota or Efecto and Via Baloto points. From the time you make your reservation, you have 22 hours to pay. Verify service hours and conditions of each entity.

When making your reservation from other countries, you must purchase your ticket with a credit or debit card on our website. Availability of payment methods varies depending on the country.

Are airport tax​es included in the ticket price?
Taxes are included in your ticket; however, some countries do not charge them through the airline. In these cases, you must pay the corresponding taxes at the airport of the country of origin or destination.

How long is my ticket v​alid for?
Your ticket is valid for one (1) year as of the date of issue, not the beginning of your trip. It should be mentioned that this is a condition that depends on the period of validity to use the ticket determined by each fare. Therefore, if your fare expires, the ticket may be used paying the applicable penalties and leveling. You must also consider that tickets issued in Colombia are valid for three years; there is an authorization period after the first year.

How can I prevent the crime or c​yber scam known as phishing?
Please check the details of any emails that appear to be sent by Avianca as they may not be from us. For more information please visit. How to prevent phishing?

​​ Is my ticket​ refundable for flights operated by TACA?
Please verify the Fare Option you purchased on your purchase confirmation. In most cases, there is an additional charge for the process which will be discounted from the refund amount. It should be mentioned that some taxes are non-refundable. You may process the refund on the www.avianca.com website, at the electronic services and refund request option and/or visit any of our sales offices.

​ What payment methods does Avianca.com accept?
See the available credit and debit card payment methods​, depending on the country option you select.

Why is buying on Avianca.com secure?
Our customer protection system uses the highest level of standards in the industry and is comparable with the systems employed by banks in their transactions.
During the purchase process, information is encrypted using 128 bits to protect against interception by third parties.
Additionally, the company Verisign​, renowned internationally for validating security in the majority of the world's banking sites, has certified and validated the security of our website.

What's the minimum time before a flight I can purchase a ticket?International destinations: 8 hours prior to the departure flight and 12 hours prior to the return flight.National destinations in Colombia, Ecuador and Peru: 4 hours prior to the departure flight and 7 hours prior to the return flight.

When I fly

Can I find out information about flight departu​res and arrivals online?
Yes, please use Flight Status option on the home page.

Can I make ticket changes through Avianca.com?
No, to make a change you have to contact our call center​ where a customer service representative will check the ticket. Changes will only be made if fare conditions permit.

What happens if I am unable totake the scheduled flight and where I can cancel my booking?​
You must contact our call center to cancel your flight in order to avoid no-shows (this is the non-cancellation or failure on behalf of the traveler to access a travel service agreed with the airline through a contract of carriage), as in some cases this can result in the total loss of your ticket, especially when you have non-refundable fares on international routes.

How can I change my tr​avel date?
Date changes are subject to space availability. Depending on the Fare Type, you must pay a change penalty, which depend on the conditions of each Fare Type. If the original fare is not available you must also pay the different between the current and original fare. To make the date change you can contact our call center.

How can I change my reservation?
To make a change to your itinerary please contact our call center.​

What do I need to keep in mind when g​oing through customs?
We recommend you have all the documentation required by the authorities when departing Colombia and also entering your destination country. Please remember that the Police, Customs and other airport security control authorities, in the origin and destination, can open and search your bags​ even when they have been shrink wrapped and without the passenger needing to be present.

Can I select/reserv​e my seat?
Yes, use our Web Check-In service, in 24 hours prior to departure of your flight. You can select your available preferred seat, which will be confirmed on your boarding pass. You can also reserve a seat 72 hours prior to departure of your flight through our call center, depending on your fare.

Where can I check the immigration and/or healt​h requirements to enter a specific country as a final destination or in transit?
We recommend you check these immigration and/or health requirements in the different embassies or consulates in the country where you are traveling as a final destination or in transit. This is the sole responsibility of the Passenger and not the Airline.

Why is it important to read th​e contract of carriage for my flight?
We want to always keep you informed and we work hard to make sure you have all the necessary information at hand about the terms and conditions of our service and so you know the degree of responsibility we undertake in certain situations. For more information please check the contract of carriage or read it in your ticket slip.

About baggage

What is the free baggage limit?
The fare always includes one checked bag of 23 kg and one carry-on bag of 10 kg.
On routes between North America* and Bolivia, Argentina, Brazil, Chile, Paraguay and Uruguay: the fare includes two checked bags of 23 kg each and one carry-on bag of 10 kg.
*North America: United States, Canada, Puerto Rico and Mexico.

It is important that you keep in mind that this policy applies to tickets purchased as of March 19, whose flight begins as of May 1, 2019.Visit our free baggage allowance page to read more.

What is the carry-on baggage all​owance?
You can take 1 piece of baggage with a maximum weight of 22 lbs./10kg, which is no larger than 45 inches/115 cm (length + width + height). Read more information about carry-on baggage.

How can I find out information about baggage polic​ies for my scheduled flight?
On the top of our website, you’ll find the the heading “Plan your trip” and the link Baggage, where you’ll find all the respective information.

What’s the time limit to file a baggage claim?
You can file your claim through two different channels: at the airport where the issue occurred or through the Baggage Call Center.​ The deadline to file your claim depends on the type of issue. For destruction, theft, loss or damage, you have up to 7 days (subject to type of flight) from the date of receipt of your baggage to report it. For delayed baggage, you have up to 21 days to report the incident. Your claim will not be processed after these deadlines.

How can I m​ake sure my baggage arrives with me?
Please always put identification on your checked baggage, and include another label inside the bag to ensure we can identify your baggage in case the outer label is lost. Please remember, medicine, money, valuable documents, keys, jewelry, cameras and other small fragile goods, should preferably be kept in your carry-on baggage. If you want to make a baggage claim, please visit our baggage locator section.

Can I take perishable items in my baggage?
Perishable items are very delicate and if they are not transported on the same flight as you they will spoil. We suggest you do not transport these items. However, if you decide to transport them you do so at your own risk and subject to acceptance by the customs authorities of the destination country.
Please remember that perishable items are not allowed in "Stand By" baggage. Read more information about your baggage.​

What is "Stand By" or "Subject to Space​ " baggage?
“Standby” or “Subject to Availability” baggage are pieces in addition to those defined as baggage allowance, as its name indicates, that travel subject to space. If it is not possible to transport them on your flight, they will be delivered within a maximum term of 8 days for international flights and 4 days for domestic flights. Transportation of these pieces may be subject to additional excess baggage charges.

Up to what point is the Airline responsible for items in checked baggage?
We are responsible for products that are for your use and convenience, with the following exceptions: fragile items, antiques, works of art, books, photos, documents, securities, televisions, computers and other electronic items and accessories, mobile devices and accessories, video or photographic equipment and optical accessories, furs, money, jewelry, precious metals, medicines or medical supplies, perishable items or any article that you could carry with you in the passenger cabin such as: samples, articles for commercial use, unique and irreplaceable items and similar valuable items. Valuable items should always be under your care and custody, so we ask you to please transport them in your carry-on baggage. Read our information on limited liability with baggage​.

What should I do if my carry-on baggage is taken from me at the aircraft door?
Due to space restrictions your carry-on baggage may be taken from you at the aircraft door. If this happens you must take your valuable objects out of your baggage and take them with you as the rest of the carry-on baggage will have to be transported as checked baggage ​and will be governed by the terms and the conditions this type of baggage entails.

What are baggage tags? Why are they important?
Baggage tags are the receipt airlines give their customers to identify each of their checked pieces of baggage. They are very important and should not be lost or thrown away, even when you arrive at your final destination as they are indispensable in case you have a baggage ​claim at a later date.

About Check In

What is Web Check-In and how can I use it?
You can use the Web Check-In between 3 and 24 hours prior to departure of your flight. Make sure your reservation includes less than 8 people and that the itinerary of your flight does not have more than two connections between the origin and the destination. Web check-in is not available if: you have assigned any special services, you have travel itineraries that include codeshare routes (codeshare segments) or connections with other airlines. You may only check-in on Avianca flights. If you cannot use web check-in, you can visit one of our kiosks located at the airport or check-in 3 hours prior to departure of your flight for international destinations.

What should I d​o if the images on my boarding pass don’t show correctly?
The images on your boarding pass are important as they contain the barcode you need to check in. They may not display properly for various reasons, including the type of browser or its configuration, the computer software or hardware and the internet connection. We recommend you refresh your browser to reload the page so the images show correctly. If you cannot solve the problem you must check in using one of our Kiosks or go to the airport at least 3 hours prior to your scheduled flight departure.

I forgot to print my boar​ding pass after Web Check-In. What should I do?
You must request your boarding pass from one of our staff at the airport, at least 3 hours prior to your flight. You need to have a printed boarding pass and a photo ID to go through security controls.

I purchased my ticket, didn’t print my itinerary and forgot to note my confirm​ation number. What can I do?
You can see your confirmation number by entering the email you registered when making your purchase, if you don’t have access we recommend you contact our call center, or enter your confirmation number in our webpage in the Check Itineraries option to check it.

Can I reserve a seat when I purchase in Avianca.com?
Yes, on purchasing you can pre-select your seat. However, the availability of this option depends on the route and Fare Options you choose. This benefit is also available when you purchase through our call center, Sales Offices, Viajes Éxito​ and at your favorite travel Agency.

Can I check in​ through Avianca.com?
Yes, use our Web Check-In. Service. Once you’ve generated your e-ticket you can enter Avianca.com and obtain your boarding pass 24 hours before your flight departs taking into account that the service is available for:

Bookings of up to nine Passengers.

Tickets acquired at any Sales Office.

For Passengers flying to or from Colombia and to all international destinations.

Passengers with or without baggage (new exclusive baggage drop-off module at the airport).

I’ve requested a refund. How can I check the request status?
If you made your request on the website, you can check the status of your refund at the refund section​ (an option of Avianca.com) with the filing number sent to your e-mail upon making the refund request or you can contact our call center.

Can minors travel alone?
Yes, you can request the Unaccompanied Minors Service for children over 5 years, which is obligatory for children traveling alone up to 12 years. For more information please check the page Unaccompanied minors.

Can I fly if I’m pregnant?​
Yes you can travel, as long as you meet the following requirements:
If you are 28 weeks pregnant or later you must show a medical certificate for each flight. This must specify both the estimated due date and state that you are able to fly without any risk from the departure point to the destination. Please note the medical certificate must be issued no more than 10 days before travel.
During the flight you cannot sit in the emergency row.
Please note that both you and your baby may only fly 10 days after delivery. Otherwise, you must present medical certificates providing you both clearance to travel.

What happens if I have special mobility requirements?
We’re here to help you if you have any special needs when boarding ​or getting off your flights. Tell us about your requirements when you make your booking and we can provide you a wheelchair service to and from the doors.

​What do I have to do if I’m traveli​ng​ with my own wheelchair?
Please tell us when you make your booking or at least 25 hours before your scheduled flight departure. For more information about the wheelchair requirements you have to comply with please see our section Traveling with Disabilities.

W​here can I find information about the LifeMiles program?
For information about the frequent flyer program, you should see in the top menu of Avianca.com Travel Information option, then other services, LifeMiles. You can also access the site LifeMiles.com​.​